Functional efficiency in airport terminals: A review on Overall and Stratified Service Quality

Aromal Thampan, Kapil Sinha, B.R. Gurjar and E. Rajasekar

Journal of Air Transport Management, 2020, vol. 87, issue C

Abstract: This paper presents a review of the existing approaches for functional efficiency assessment in airport passenger terminal buildings (PTB). The literature has been classified into two broad study levels and a set of 58 Key Performance Indicators are identified. These are further classified based on their application in processing, holding and circulation activities and sub-classified as objective and subjective indicators. Analytical methods adapted for service quality (SQ) assessments are comprehended. This paper identifies emerging Stratified SQ indicators and stochastic approaches for performance evaluation considering the spatial, operational and technological transformations of PTBs. Critical gaps from literature and scope for further research are discussed.

Keywords: Functional efficiency; Service quality; Level of service; Key performance indicator; Airport terminal (search for similar items in EconPapers)
Date: 2020
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Citations: View citations in EconPapers (3)

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Persistent link: https://EconPapers.repec.org/RePEc:eee:jaitra:v:87:y:2020:i:c:s0969699719306210

DOI: 10.1016/j.jairtraman.2020.101837

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